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Genesys GCP-GCX (Genesys Cloud CX Certified Professional-Consolidated) Certification Exam is an industry-recognized certification offered by Genesys, a leading provider of cloud-based customer experience solutions. Genesys Cloud CX Certified Professional - Consolidated Exam certification validates the skills and knowledge required to design, implement, and manage Genesys Cloud CX solutions. It is designed for professionals who work with Genesys Cloud CX and want to demonstrate their expertise in the field.
NEW QUESTION # 10
Carlos is an administrator who needs to extract data on a group of agents handling customer service calls and track their performance. These statistics allow him to estimate their average handling time.
Which of the following options would help him perform his task?
- A. Workspaces
- B. Activity
- C. Directory
- D. Documents
Answer: B
Explanation:
Explanation
Activity is an option that would help Carlos perform his task of extracting data on a group of agents handling customer service calls and tracking their performance. Activity is a feature that allows administrators and supervisors to view real-time and historical data on various aspects of Genesys Cloud CX operations, such as queues, agents, interactions, etc. Carlos can use Activity to access various dashboards and reports that show metrics related to agent performance and productivity. References:
https://help.mypurecloud.com/articles/about-activity/
https://help.mypurecloud.com/articles/view-agent-performance-dashboard/
NEW QUESTION # 11
You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization.
- A. False
- B. True
Answer: A
Explanation:
Explanation
You cannot allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization is a false statement. You can allocate multiple email addresses to receive suggestions, issues, and concerns regarding Genesys Cloud CX at your organization by using feedback email groups in Genesys Cloud CX Collaborate Content Management. Feedback email groups are groups of email addresses that receive feedback messages from users who view content items in Content Management. Content items are files or links that contain information or resources related to various topics or categories in Content Management. You can create feedback email groups and assign them to content items or categories based on your needs. References: https://help.mypurecloud.com/articles/content-management-overview/
https://help.mypurecloud.com/articles/create-a-feedback-email-group/
https://help.mypurecloud.com/articles/assign-a-feedback-email-group-to-a-content-item-or-category/
NEW QUESTION # 12
Which of the following statements about WebRTC phones is incorrect?
- A. Genesys Cloud CX WebRTC phone runs in the browser.
- B. A WebRTC phone has no additional hardware or software requirements, apart from a supported browser.
- C. It is assigned to a specific user and only that user has permission to use the phone.
- D. A WebRTC phone can be used even when disconnected from the Cloud.
Answer: D
NEW QUESTION # 13
Number plan determines how many and which digits are necessary for call routing.
- A. False
- B. True
Answer: B
NEW QUESTION # 14
Which functionalities are available in Genesys Cloud CX WFM? (Choose three.)
- A. Forecast simulator
- B. Schedules
- C. Short-Term Forecasts
- D. Long-Term Forecasts
Answer: B,C,D
NEW QUESTION # 15
Genesys Cloud CX recommends that you deploy Edges in an N+1 configuration.
In the event that an active Edge fails or goes offline for routine maintenance, this configuration ensures that you can:
- A. Place ACD and non-ACD calls, but not receive.
- B. Place and receive ACD calls; non-ACD calls can neither be place nor received.
- C. Place and receive both ACD and non-ACD calls.
- D. Receive ACD and non-ACD calls, but not place.
Answer: C
NEW QUESTION # 16
Sam is in charge of handling incoming interactions that are sent via the queue. Some calls enter and exit the queue without being handled or terminated.
What terminology is used to describe such calls?
- A. IVR
- B. Disconnect
- C. Flow-outs
- D. Abandon
Answer: D
NEW QUESTION # 17
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
- A. Scheduling
- B. Architect
- C. Automatic Call Distribution
- D. Emergency Groups
Answer: C
NEW QUESTION # 18
Which of the following Edge feature contains the built-in remote survivability mode?
- A. SIP gateway
- B. Disaster recovery
- C. SIP proxy
- D. Call broker
Answer: B
NEW QUESTION # 19
Which of the following routes interactions based on an algorithm that determines the best available agent for the interaction?
- A. Scheduling
- B. Architect
- C. Automatic Call Distribution
- D. Emergency Groups
Answer: C
Explanation:
Explanation
Automatic Call Distribution (ACD) is the feature that routes interactions based on an algorithm that determines the best available agent for the interaction. ACD is a system that distributes incoming calls (or other types of interactions) to agents or queues based on various criteria, such as agent skills, availability, priority, etc. ACD uses an algorithm that evaluates these criteria and assigns each interaction to the most appropriate agent or queue. References:
https://help.mypurecloud.com/glossary/automatic-call-distribution-acd/
https://help.mypurecloud.com/articles/about-acd/
NEW QUESTION # 20
Which user role is required to perform the deployment and installation of the Genesys Cloud CX organization?
- A. employee
- B. Supervisor
- C. admin
- D. User
Answer: C
Explanation:
Explanation
The user role that is required to perform the deployment and installation of the Genesys Cloud CX organization is admin. The admin role grants full access to all features and functions within Genesys Cloud CX, including organization settings, integrations, user management, etc. The admin role is also required to activate licenses and subscriptions for Genesys Cloud CX. References:
https://help.mypurecloud.com/articles/admin-role/
https://help.mypurecloud.com/articles/activate-your-subscription-and-licenses/
NEW QUESTION # 21
You have just added a new document to Genesys Cloud CX, and want everyone in the organization to have access to it.
What must you do to ensure that users can find the document when needed?
- A. Add meaningful tags to the document.
- B. Ensure that the document name is easy to search for.
- C. Number the document such that it appears on the top of the list.
- D. Add a priority of "High" to the document.
Answer: B
NEW QUESTION # 22
Which of the following is not a Quality Management feature?
- A. Evaluation Forms
- B. Scheduling
- C. Policies
- D. Interaction Recording
Answer: D
NEW QUESTION # 23
Your company has just acquired a new building, and you have to add this new location to Genesys Cloud CX.
What are the prerequisites to perform this task? (Choose two.)
- A. You must have Admin rights to Genesys Cloud CX.
- B. You must have the basic profile data for all users at the new location.
- C. You must know the exact coordinates of the new building.
- D. You must collect general information such as building address, number of floors, location contact information, etc.
- E. You must have images of all the users located at the new location.
Answer: A,D
Explanation:
Explanation
Collecting general information such as building address, number of floors, location contact information, etc and having Admin rights to Genesys Cloud CX are two prerequisites to perform the task of adding a new location to Genesys Cloud CX. A location is an entity that represents a physical site or building where users or devices are located in Genesys Cloud CX. A location can have various attributes configured to define its behavior and appearance, such as:
* Building address
* Number of floors
* Location contact information
* Emergency number
* Time zone
* Language
* Currency
To add a new location to Genesys Cloud CX, a user needs to have Admin permission assigned to their role.
Admin permission is a granular setting that controls access to administrative features and functions in Genesys Cloud CX. Admin permission is usually assigned to administrators or supervisors who need to manage various aspects of the organization's account. References: https://help.mypurecloud.com/articles/location-overview/
https://help.mypurecloud.com/articles/add-a-location/
https://help.mypurecloud.com/articles/about-permissions/
https://help.mypurecloud.com/articles/admin-permission/
NEW QUESTION # 24
Where can you view agent evaluation scores, evaluation activity, and calibration activity in real-time?
- A. Performance > Overview (Evaluations)
- B. Admin > Quality
- C. Performance > Workspace > Dashboards
- D. Admin > Contact Center
Answer: A
Explanation:
Explanation
Performance > Overview (Evaluations) is where you can view agent evaluation scores, evaluation activity, and calibration activity in real-time in Genesys Cloud CX Quality Management. Evaluations are assessments of agent interactions based on predefined criteria and scoring methods. Evaluations can help contact center managers and supervisors measure and improve agent performance and quality of service. Performance > Overview (Evaluations) is a dashboard that shows various metrics and details related to evaluations, such as evaluation score distribution, evaluation completion rate, calibration score variance, etc. References:
https://help.mypurecloud.com/articles/about-evaluations/
https://help.mypurecloud.com/articles/evaluations-overview/
NEW QUESTION # 25
Profiles can contain various types of information about people in the organization.
Why it is essential to have employees complete their profile information?
- A. The profile information can be used to keep Linkedin details updated.
- B. When employees have free time, they can review biographies of their peers.
- C. The education information can be verified against the human resources database.
- D. Searches performed in the Genesys Cloud CX suite use information in the profile to return appropriate results.
Answer: D
NEW QUESTION # 26
Genesys Cloud CX tracks metric statistics in __________ minute intervals.
- A. 0
- B. 1
- C. 2
- D. 3
Answer: C
Explanation:
Explanation
Genesys Cloud CX tracks metric statistics in 10 minute intervals. This means that Genesys Cloud CX collects and aggregates data for various metrics every 10 minutes. This applies to both real-time and historical data.
For example:
* Real-time data: Genesys Cloud CX updates the dashboards and views with the latest data every 10 minutes. You can see the current values of various metrics, such as service level %, abandon %, customers waiting, and active agents.
* Historical data: Genesys Cloud CX stores the data for various metrics every 10 minutes. You can see the historical values of various metrics, such as offered count, answered count, abandoned count, and transfer count.
Genesys Cloud CX tracks metric statistics in 10 minute intervals to provide consistent and accurate data for your contact center performance and activities. You can use this data to measure and improve various aspects of your contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
References: https://help.mypurecloud.com/articles/how-reporting-works/
https://help.mypurecloud.com/articles/performance-dashboards-overview/
https://help.mypurecloud.com/articles/reports-overview/
NEW QUESTION # 27
Which of the following statements are true regarding the Genesys Cloud CX Edge appliance? (Choose three.)
- A. It operates as a provisioning server, media server, SIP proxy, and SIP gateway.
- B. It provides for the integration of Active Directory, SharePoint, and other third-party data.
- C. It manages connections between your phones, SIP trunks, telephony gateways, Genesys Cloud CX, and third-party systems.
- D. It provides core telephony services.
- E. It manages the Genesys Cloud CX platform services.
Answer: A,C,D
NEW QUESTION # 28
Sam wants to install the reporting app on his iPad to access metrics.
Which of the following apps does he need to install?
- A. Genesys Cloud CX Reporting
- B. Genesys Cloud CX User
- C. Genesys Cloud CX Supervisor
- D. Genesys Cloud CX Admin
Answer: C
Explanation:
Explanation
Genesys Cloud CX Supervisor is the app that Sam needs to install on his iPad to access metrics in Genesys Cloud CX Performance menu. Genesys Cloud CX Supervisor is a mobile app that allows supervisors to monitor real-time and historical metrics about their contact center performance and activities in Genesys Cloud CX. Genesys Cloud CX Supervisor can help supervisors manage and improve various aspects of their contact center, such as:
* Agent performance
* Queue performance
* Interaction quality
* Customer satisfaction
* Workforce management
Genesys Cloud CX Supervisor allows supervisors to access metrics on their iPad by providing various features, such as:
* Dashboards: Supervisors can view real-time metrics about agents, queues, skills, interactions, and flows on customizable dashboards.
* Reports: Supervisors can view historical data about agents, queues, skills, interactions, flows, and outcomes on predefined reports.
* Alerts: Supervisors can receive notifications about important events or issues that affect their contact center performance or activities.
* Coaching: Supervisors can provide feedback or guidance to agents based on their performance or activities.
References: https://help.mypurecloud.com/articles/about-genesys-cloud-supervisor/
https://help.mypurecloud.com/articles/install-genesys-cloud-supervisor/
NEW QUESTION # 29
Which of the following operating systems are supported by Genesys Cloud CX mobile applications? (Choose two.)
- A. Windows 10 Mobile
- B. Harmony OS
- C. iOS
- D. Android
Answer: C
NEW QUESTION # 30
Amelia is changing departments within the organization and has a new manager. Currently, Genesys Cloud CX is not synchronized with the HR systems.
What steps should you take to update her reporting structure in Genesys Cloud CX?
- A. Update her manager in her profile. Genesys Cloud CX will automatically update her place in the hierarchy.
- B. Update her peers. Genesys Cloud CX will then update her manager automatically.
- C. Do nothing. Genesys Cloud CX will update everything automatically.
- D. Update her manager and her peers in her profile.
Answer: A
Explanation:
Explanation
The steps you should take to update Amelia's reporting structure in Genesys Cloud CX are to update her manager in her profile and let Genesys Cloud CX automatically update her place in the hierarchy. You can change a user's manager by editing their profile and selecting a new manager from a list of users. Genesys Cloud CX will then update the user's position in the organizational hierarchy based on their manager.
References: https://help.mypurecloud.com/articles/change-a-users-manager/
https://help.mypurecloud.com/articles/view-the-organizational-hierarchy/
NEW QUESTION # 31
Files uploaded to the workspace can be shared with non-members of the Genesys Cloud CX organization.
- A. False
- B. True
Answer: A
Explanation:
Explanation
Files uploaded to the workspace cannot be shared with non-members of the Genesys Cloud CX organization.
The workspace is a secure place for each group in the organization to upload, organize, and share documents and files. Only members of the group can access the files in the workspace. References:
https://help.mypurecloud.com/articles/about-workspaces/
https://help.mypurecloud.com/articles/add-files-to-a-workspace/
NEW QUESTION # 32
Select the factors which can cause report generation failures and increased runtimes. (Choose two.)
- A. Adjusting report parameters in order to include fewer agents, queues, and interactions.
- B. Reviewing and ensuring the usage of scheduled reports.
- C. Asking every team member to run and save a copy of the report.
- D. Running reports during peak hours.
Answer: C,D
Explanation:
Explanation
Running reports during peak hours and asking every team member to run and save a copy of the report are two factors that can cause report generation failures and increased runtimes. Running reports during peak hours can put additional load on the system and affect its performance and availability. Asking every team member to run and save a copy of the report can create redundant data and consume unnecessary storage space. To avoid these issues, you can follow some best practices for running reports, such as:
* Run reports during off-peak hours or schedule them for later delivery.
* Share reports with other users instead of creating multiple copies.
* Adjust report parameters to include only relevant data and filters.
* Review and delete unused or outdated reports regularly. References:
https://help.mypurecloud.com/articles/best-practices-for-running-reports/
https://help.mypurecloud.com/articles/share-a-report/
NEW QUESTION # 33
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Genesys GCP-GCX exam is an excellent opportunity for professionals who want to advance their career in the contact center industry. With this certification, individuals can demonstrate their expertise in using Genesys Cloud CX and become more valuable to their organization. GCP-GCX exam is also a great way to learn about the latest features and functionalities of the platform and stay up-to-date with the latest industry trends.
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